I create standard best-practices for training development and delivery promoting a best-in-class global training organization. My goal is to increase efficiency and improve overall quality for the full training life-cycle. This improves student CSAT scores and employee utilization. I am building an onboarding program to coach new-hires about training processes and standards. This includes 1:1 mentor sessions and peer reviews and feedback. I am developing licensing standards to certify new-hires meet NICE’s training requirements before delivering and developing content.

I manage complex, global projects for the training organization affecting multiple stakeholders. I managed a project to re-structure existing courses exposing content to a larger audience. Multi-day courses were separated allowing non-technical staff to attend introductory lessons. I created a full on-boarding learning path for two regional call centers with 400+ new employees. I partnered with executive stakeholders in multiple departments to align learning objectives and deadlines.

I lead a team of four remote Instructional Designers to develop training material across multiple strategic product lines. I created on-boarding material for the new ID-hires including ‘how-to’ process documentation, a design library, and web-links to community resources. I am responsible for the customer-facing Education Community Portal where I manage content and facilitate the customer forums.

I created a technical training courses for a windows-based product line. These included Instructor-led and Web-Based content delivered to customers, internal engineers, and business partners. I also developed a variety of technical documents including end-user manuals, classroom workbooks, and job-aids.

I managed a team of 7 technical support engineers who worked with a 200+ customer base generating $8 million in annual maintenance revenue. I prioritized team case assignments to reduce executive escalations and wrote documents to facilitate engagement of the higher tiers to reduce false escalations.

I was responsible for being the technical resource and mentor for a team of 20 support engineers. This included writing technical documentation for organizational processes, applications, and products and managing an internal Knowledge Base to distribute the documents to the support team.

I handled escalated customer issues and complex cases assigned by executive management. I developed excellent customer communication skills to quickly identify and diagnosis issues and resolved all variety of technical problems including OS, Application, Hardware, and Network levels.